AccountId: 011433970860
ContactId: c0c52894-c7aa-4d78-a33c-5d430d6e2d28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258178 ms
Total Talk Time (AGENT): 71870 ms
Total Talk Time (CUSTOMER): 61806 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c0c52894-c7aa-4d78-a33c-5d430d6e2d28_20250530T17:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from provider's office for the claim details.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] direct line.
[AGENT][NEUTRAL] Thank you, and then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, member's first name is [PII]. Last name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number I have here is 01842070 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, let me pull up that policy, and may I have the date of service for [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] the amount is $18,210 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK, the charges is $2850.
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Western Outpatient Surgical Center.
[AGENT][NEUTRAL] OK thank you and then um I'm gonna put you on a quick hold while I look up this claim for you and I will be right back.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. So looking on data service of [PII], I am not finding a claim on file for this member.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what is the time frame to submit the claim?
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] OK. And the policy is active for the date of service?
[AGENT][NEUTRAL] The policy effective date is [PII] and the policy is current and active.
[CUSTOMER][NEUTRAL] Thank you. Just help me with the reference number for the call, please.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for some assistance.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye bye.